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AVP-Service Management

Location: New York, NY, USA

Core Purpose of Role: Overall responsibility supporting the Service Manager to effectively manage the day-to-day IT Service Delivery by the Service Providers and vendor partners and continuously improve the quality of the services delivered. This role is responsible the day to day logistics and operations of the various components and Infrastructure Operations Management of the on prem and cloud environment (Server OS (Linux and Wintel), Storage, Virtualization, vBlock, Core Infra Applications like AD/DNS/DHCP, Messaging, Network, Telecom etc). The candidate must be highly motivated and have a proven track record of innovation, vendor oversight and governance, execution, delivery, customer focus, and be highly skilled in IT operations management and bring experience in managing operations around new technologies like DevOps, Cloud, Automation etc;

This may encompass one or more of the following responsibilities:

Support the delivery of IT service to agreed Service Levels

Managing the delivery of a set of Infrastructure services from internal and external providers to ensure optimal performance in line with agreed service levels

Build and maintain effective relationships with peers in the Service Provider organisation

Managing the delivery of a set of Infrastructure services from internal and external providers to ensure optimal performance in line with agreed service levels

Lead the IaaS (Infrastructure as a Service) vendor operational governance and oversight by leveraging industry best practices to deliver best in quality service for both on prem and cloud hosted Infrastructure.

Lead the coordination with the vendor partners and Help Desk to establish best practices and improve performance of incident and request handling (queue management, SLO/A review, trend analysis, escalation management etc).

Lead governance meetings with the business sponsors to develop a plan for continuous service improvement.

Support day-to-day Service Delivery Management, be responsive and act pro-active regarding any issues arising outside normal service deliver

Gather information regarding performance by the Service Providers and escalate any discrepancies to the Service Manage

Collate information to support the Service Manager in meetings with the Service Provider

Pro-active involvement in continuous improvement opportunities

Process management: Oversight of the operational management and delivery of at least one specified service management process, which may include:

Maintain the list of identified contacts for outages and provide the details to the Service Provider

Maintain the ICT intranet site where applicable

Support the design of support for new services and the acceptance of new systems/processes into live environment

Support the design of support for new services and processes

Support the evaluation of new services and processes before they are officially accepted into the live environment

Implement Follow-The-Sun support model for Infrastructure support operations

Maintain and manage vendor contracts and other SOW and update as needed with change in systems/technology or business strategy

Maintain processes and procedures to support IaaS Engineering, delivery and Project Managers' understanding of what is required before new services are accepted and operationalized into the live environment

Responsibility for own learning, performance and continuous development

Set and agree objectives with line manager

Establish and develop the role in alignment to MIT objectives

Produce a learning and development plan for discussion with line manager

Uphold the core values, aims and objectives of Tech Ops

Work Collaboratively with teams outside of Service Management, both business and IT, and exert influence to deliver services and processes within a matrix organization

Moody's is an essential component of the global capital markets, providing credit ratings, research, tools and analysis that contribute to transparent and integrated financial markets. Moody's Corporation (NYSE: MCO) is the parent company of Moody's Investors Service, which provides credit ratings and research covering debt instruments and securities, and Moody's Analytics, which offers leading-edge software, advisory services and research for credit and economic analysis and financial risk management. The Corporation, which reported revenue of $3.6 billion in 2016, employs approximately 10,700 people worldwide and maintains a presence in 36 countries. Further information is available at www.moodys.com.

Moody's is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender, age, religion, national origin, citizen status, marital status, physical or mental disability, military or veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Moody's also provides reasonable accommodation to qualified individuals with disabilities in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email accommodations@moodys.com.. This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications.

For San Francisco positions, qualified applicants with criminal histories will be considered for employment consistent with the requirements of the San Francisco Fair Chance Ordinance. For New York City positions, qualified applicants with criminal histories will be considered for employment consistent with the requirements of the New York City Fair Chance Act. For all other applicants, qualified applicants with criminal histories will be considered for employment consistent with the requirements of applicable law.

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MIS and MSS Candidates are asked to disclose securities holdings pursuant to Moody's Policy for Securities Trading. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.